M21-1-MR, Part II, Chapter 3
1. General Guidelines for Conducting Telephone Interviews
Introduction |
This section contains information on general guidelines for conducting telephone interviews, including
the purpose of the telephone interview
conducting the interview
documenting information
important points to remember
powers of attorney (POAs)
using Automated Data Processing (ADP)
types of information suitable for telephone development, and
pop-up messages.
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Change Date |
June 15, 2009
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a. Purpose of the Telephone Interview |
The purpose of the telephone interview is to provide timely, accurate and quality service to veterans and other callers who contact a Telephone Interview Activity (TIA) for benefits information and assistance.
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b. Conducting the Interview |
Follow the steps below to conduct the telephone interview.
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Step
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Action
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1
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Introduce yourself and greet the Interviewee using the appropriate opening remarks (Reference: For more information, see M21-1MR, Part II, 3.6.a.)
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2
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Verify the identity of the caller.
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3
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Is the interviewee a veteran who is requesting information?
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Yes
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No
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Provide the information as per PA/FOIA guidelines.
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Provide information as appropriate to a third party request.
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1. General Guidelines for Conducting Telephone Interviews, Continued
c. Documenting Information |
Completely document all information received during the interview on VA Form 119, Report of Contact, or the equivalent, such as the Informal Conference Report for DRO’s.
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d. Important Points to Remember |
When documenting telephone calls on VA Form 119, keep in mind that
beneficiaries are not required to advise VA in writing of
changes in income or net worth, or
changes in dependency status, such as loss of a dependent due to death, divorce, or annulment of a marriage, but
a written statement from claimant is required to establish a dependent.
Important: A claimant is not required to submit VA Form 21-686c, Declaration of Status of Dependents, to establish a dependent, as long as his/her written statement provides all of the information requested on the VA Form 21-686c.
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e. POAs |
Note: If the caller has a Power of Attorney (POA), ensure you send the representative a copy of the VA Form 119.
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f. Using ADP |
Make full use of Automated Data Processing (ADP) tools and capabilities to resolve issues before completing a veteran’s assistance inquiry.
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Continued on next page
1. General Guidelines for Conducting Telephone Interviews, Continued
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It is very important to note and understand exactly what types of information may be obtained for development via telephone:
Social Security numbers of dependents
mailing address and direct deposit information
date(s) of birth
Reserve or National Guard unit information such as addresses
information concerning retired, severance or readjustment pay
names and addresses of physicians or medical record numbers
employment information (past or current)
changes in (but not establishment of) dependency status, name, address of person having custody of child(ren), and so forth
income information (for example, change in income or date of receipt of first Social Security payment)
clarification of medical expenses
verification of Medicaid-covered nursing home status
burial claim clarification information (for example, status of unpaid bills/expenses), and
whether the veteran has service medical, personnel or other records.
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h. Pop-Up Messages |
Pop-up messages are generated by the Direct Services Quality Assurance Specialists to those answering telephone calls through the 1-800 toll-free number.
The purpose of these messages is to provide immediate, real time technical assistance to the Public Contact Representative (PCR) during a telephone inquiry when appropriate.
In the event you receive a pop-up message, you should
immediately read the message
comply with the instructions or guidance provided
write down the call back number, if necessary, and
click the “OK” key in case an additional message needs to be sent during the call. (Warning: Failure to click the “OK” key after reading the message will preclude the ability to read subsequent messages during the call.)
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